, Poland

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

Business unit:

Experience Level:

Early Careers

Job Description:

What is the role?

Customer Operations is part of Downstream Global Commercial and its core purpose is to deliver a “Best-In-Market Customer Experience and business value, at an affordable cost”.  

Customer Operations supports all Downstream marketing businesses across a range of Customer Fulfilment activities.

Principal Accountabilities:

• Handle a range of front-line Customer enquiries within the agreed processes and ways of working, including:

• Take ownership for the resolution of Integrated Mobility B2C complaints, feedback and compliments, liaising with other service partners as required,

• Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership,

• Handle transaction queries, self-serve queries and general loyalty related enquiries,

• Support the redeeming and transferring of Customer Loyalty points,

•  ensuring Customers are aware of the information and tools on the website and mobile application,

•  Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system, 

•  Support Shell’s Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application. 

Requirements:

• English Language Proficiency – B2,

• German Language Proficiency – C1,

• Bachelor’s degree preferred (Business related major) or equivalent experience,

•  Previous experience in Customer service,

• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook,

• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell,

• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms,

• Able to demonstrate a continuous improvement mind-set,

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities,

• Able to problem-solve independently, dealing with a range of uncommon queries,

• Able to demonstrate resilience and patience, especially when interacting with challenging Customers,

• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly,

• Able to demonstrate a continuous improvement mind-set

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